Strategic Priorities &
Vision
LGA Teachers’ Pensions Conference,
London 8th October 2015
Annual Pensioner Activity
Pensions Increase & P60’s
Pensions Increase
• Over 680,000 calculations performed to assess eligibility for Pensions increase.
• Eligible members received increase between 6th April and 5th May 2015
P60
• Over 680,000 P60’s despatched with
• Pensioner Newsletter
• Payslip for payments made between 6th April and 5th May 2015
Transfers
As of April 2015 members no longer able to transfer out
of Teachers’ Pensions to schemes with more flexible
access
• Circa 300% increase in applications, leading up to the April deadline
• Teachers’ Pensions took action during March and April 2015 to ensure maximum number
of completed applications for Transfer-out were registered ahead of the legislative
deadline
• This included:
• Clear messaging on the website,
• standardised correspondence replies
• scripts for handling telephone enquiries
• Following successful applications all payments to alternative schemes were made
before the end of May 2015
• A loophole came to light after the deadline reopening the transfer process
• The process was then re-closed from the 7th September following confirmation from HM
Treasury in mid-August
Teachers’ Pensions Reform
Behind the scenes
AVC & PRC regulations
completed
Board policies agreed
and submitted to
Board for review /
approval
Training completed
All changes live
in systems
Hartlink system
changes specified,
built and tested
• Main regulations laid
Scheme Valuation
completed
Work instructions
updated
Teachers’ Pensions Reform
Communications
120,000 views
of videos
584,000 visits to
change 2015 website
215,500 unique pageviews of reform
calculator
293,000 downloads
of member
factsheets
35,669 views of
reform modeller
11,000 downloads of
HR and Payroll Guides
Email campaigns
77,000 downloads of
employer factsheets
Training – over 200
seminars and 72
webinars (over 4700
registrations)
2015 – Employer engagement
Over 7k employers
100% engagement 100% engagement
medium scale
large scale
employers
employers
92% Small scale
employers
2015 – Member engagement
Email campaigns
Active members
up to 47% open
rates
Deferred
members 42%
open rate
Retired members
76% open rate
Website
The challenge for teacherspensions.co.uk
•
•
•
•
Improve users experience in searching for information
Incorporate the new regulations within the content
• Final salary and career average arrangements
• Different active member types – protected, tapered transition and new
• Introduction of information for deferred members
Introduce a series of new resources (forms, calculators, modellers)
Merge content from teacherspensions.co.uk and teacherspensions.co.uk/change2015
teacherspensions.co.uk
-
New navigation
New colour schemes
(employer /
member)
Prominent log in and
register boxes
Update of all
content and creation
of new content
Employer Hub
Key changes and enhancements
-
Employer specific search
New layout – created new links to
sections
Introduction of employer toolkit –
incorporating HR and Payroll guide
Calculators section introduced
Member Hub
Key changes and enhancements
-
Member specific search
New layout to main links
Introduction of new calculators and
modellers
Introduction of deferred member
section
Total overhaul of all member guides
Annual Service Return
2014/2015
• As of 15th July 2015 - 1 week after deadline
• 9.7% of Local Authority employers still to submit their Annual Return
• 17.7% of non Local Authority employer still to submit their Annual return
• Overall 17.4% of Employers are yet to submit, which equates to 1208 employers
• Estimated that this affects the service records of 176,037 members
• As of 21st September 2015 – latest figures
• 0% of Local Authority employers still to submit their Annual Return
• 7.8% of non Local Authority employer still to submit their Annual return
• Overall 7.4% of Employers are yet to submit, which equates to 547 employers
• Estimated that this affects the service records of 68,772 members
Our
Vision
2015 and Beyond...
Teachers’ Pensions - our Vision
“Teachers’ Pensions will be the best run, most
cost effective, modernised and respected public
sector pension administration in the UK”
“Teachers’ Pensions will continually be recognised as the
exemplar within the Public Sector”
• Providing an excellent service to stakeholders.
• An innovative and modernised approach to pensions
administration.
• Be a trail blazer in digital solutions.
Vision document...
“State a clear and
achievable vision,
underpinned by the
mechanisms for
successful delivery”
“Provide insight in to the
look and feel of Teachers’
Pensions in 2020”
“Describe how Teachers’
Pensions will enhance its
current solution and
processes to achieve the
Vision”
“Reveal the mechanisms
Teachers’ Pensions will use to
deliver the Vision, and
support the Digital by Default
agenda ”.
“Demonstrate that Stakeholders are at
the heart of the vision”
Teachers’ Pensions in 2020
Modernised
In 2020, by delivering the vision, Teachers’ Pensions will reflect the behaviours and trademarks of an
efficient organisation
• modernised solutions
•
forward thinking processes
LEAN
• maximising our digital offering
• LEAN approach
•
Automation
delivering value to all its stakeholders
• self serve opportunities - at a time convenient to them
•
greater multi functional skills
•
Greater level of first contact resolution
•
member and employer will have confidence in the information that they receive
•
high levels of automation
Service Excellence
Mechanisms
for Delivery...Digital by Default!
“Creation of
modernised and
exciting IT solutions
to deliver channel
shift, ensuring TP are
a pensions trail
blazer”
“Enhancement of our
online offering to
ensure members and
employers think
digital first”
“Promotion of
online functionality
through new and
existing member
and employer
communication
channels”
“Robust change
management to
deliver effective
innovations, with
genuine benefit to
processes and
technology”
How will WE deliver our Vision?
TP Strategies
Disciplined Performance and Cost Management
Focused Innovation and robust change
management
LEAN processing
Increased Automation and Digital Focus
Active stakeholder engagement and
Management
2015 and
Beyond...
How will we measure our Success?
The existing Outcomes will continue to
measure our focus on good customer
service for members and employers
The existing SLA/KPI measures will ensure
our operational units continue to deliver an
efficient and customer focused service.
Our new, Transformational, outcomes,
will ensure that innovation and our
digital drive can be measured.
Most significantly for Teachers’ Pensions is not just about evidencing our performance to stakeholders, we will
continually assess our own performance, and improve, as we are passionate about the service we deliver...
Summary
“Channel shift will
deliver self service,
swift issue resolution
and efficiencies”.
“Teachers’ Pensions
will drive for a
modernised, future
proof, service”.
“We will listen to
stakeholders; their
needs are our priority”.
“Robust change
management will ensure
the right improvements
are made first”
“Continual
Improvement,
exploiting
opportunities and new
functionality ”.
Office move
•
•
•
•
•
20,000 floor tiles
500 litres of paint
2300 cabling points
Over 67 miles copper cable
7 miles fibre optic cable
• Moves in 3 phases over the
weekends:
• 9th 16th & 23rd October